Evolution of Omnichannel Customer Engagement

Evolution of Omnichannel Customer Engagement

Digitalization Accelerates in an Omnichannel World – A Perspective on Asia-Pacific Region

RELEASE DATE
23-Dec-2021
REGION
Asia Pacific
Research Code: PCB6-01-00-00-00
SKU: IT04451-AP-MT_26133
$2,450.00
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IT04451-AP-MT_26133
$2,450.00
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Description

2020 created a perfect storm of challenges for the contact center industry. Organizations struggled to deliver on products and services since the COVID-19 pandemic broke out. During this uncertain time, it was even more important to listen and engage with customers and ensure the delivery of continued experiences. To address this, organizations had to quickly assess these new customer service realities. They sought new tools and technologies to help them more efficiently meet demand and fulfill customer requests and help create enhanced customer experiences. The concept of omnichannel in the contact center has resonated throughout the industry as organizations look at fixing bottlenecks, siloes, and breakpoints through the maturation and proliferation of contact center systems and applications. A sound omnichannel strategy ensures a consistent and seamless high-quality customer experience (CX), regardless of how and where a customer chooses to interact with an organization. It ensures that the data and context from the initial contact carry over to subsequent channels, reducing customer effort, improving the customer interaction, and enabling the business to tailor the customer journey.

Author: Sherrel Roche

Table of Contents

Evolution of Omnichannel Customer Engagement

  • Evolution of Omnichannel Customer Engagement
Related Research
2020 created a perfect storm of challenges for the contact center industry. Organizations struggled to deliver on products and services since the COVID-19 pandemic broke out. During this uncertain time, it was even more important to listen and engage with customers and ensure the delivery of continued experiences. To address this, organizations had to quickly assess these new customer service realities. They sought new tools and technologies to help them more efficiently meet demand and fulfill customer requests and help create enhanced customer experiences. The concept of omnichannel in the contact center has resonated throughout the industry as organizations look at fixing bottlenecks, siloes, and breakpoints through the maturation and proliferation of contact center systems and applications. A sound omnichannel strategy ensures a consistent and seamless high-quality customer experience (CX), regardless of how and where a customer chooses to interact with an organization. It ensures that the data and context from the initial contact carry over to subsequent channels, reducing customer effort, improving the customer interaction, and enabling the business to tailor the customer journey. Author: Sherrel Roche
More Information
No Index No
Podcast No
Author Sherrel Roche
Industries Information Technology
WIP Number PCB6-01-00-00-00
Is Prebook No
GPS Codes 9533-C1,9702-C1,9705-C1,9884-C1,9661